Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 2,2023 I ordered 2 rugs and 2 rug pads from Rugs.com. 2 of the 4 items were returned following proper procedure on 2/14. . Tracking revealed the items were quickly received. **** days to process refund. 2/26 received no refund. Had to call more than once and was told another 3 days of business. 2/27 one additional item was sent back. Received as I spoke to an employee on 3/3 - **** business days promised. Refund should have been received on 3/13. Again had to call the company and ask that refund be expedited. She said another 3 business days. When I make a proper return I should be promptly refunded. Approx 300$ should be credited to my acct. so far I have only received 148$ after multiple calls. I am the consumer. I should not have to call for MY refund. Poor customer service from beginning to end.

  

  Business Response

  Date: 04/11/2023

  I wanted to inquire with the customer if they got their refund.  It does appear to have been processed the day after this complaint was submitted.

  Sincerely,

   

  ***************************

   

• Initial Complaint

  Date:03/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I have been having a frankly horrendous customer service experience regarding ********************** and a order that they mailed out to us, containing the wrong items.On 11/09/22 we placed an order totaling $1135.58, which included some standard rugs from their store as well as three custom sized rugs for our bathroom, which were one (1) 2'7" x 5'6", and two (2) 2'6" x 3'6" sized Custom *************************** Rugs. The standard rugs were mailed in an appropriate time frame and we had no issue, in fact they are great rugs that we enjoy. The three custom sized rugs did not arrive until 2/18/23 - and upon arrival we realized that they had sent two (2) of the 2'7" x 5'6", and only one (1) of the 2'6" x 3'6" sized Custom *************************** Rugs. Basically they had swapped the quantity of the rugs on the two custom jobs that we ordered and paid for.We figured that since this was such an obvious clerical error, with receipts and documentation to back it up - and since Rugs.com claims to have a "30 Day Hassle FREE returns" policy - there would be no issue resolving this issue. However, attempting to get Rugs.com to either replace the item we didn't order with the item we did order, or simply refund our money has been a nightmare.We have attempted to go through their CS system multiple times, including calling and through web, every time the rep asks for an unnecessary amount of pictures, information, etc. before offering a paltry $43 refund (10% value of the rug we never received) or simply ghosting us without resolution. One e-mail chain went back and forth 10 times, before finally being ghosted.This is insane, we simply want the product we paid for. The way Rugs.com has handled this issue makes me think their CS model is just wasting your time until you forget they ripped you off or get so frustrated you give up.I see that a company rep is replying on this site, so I'm leaving our terrible experience here in the hope that someone at Rugs.com will attempt to remedy this.

  

  Business Response

  Date: 03/08/2023

  Dear ****

  RE: 9RHDBFQYPE

  I am very sorry for the extremely sub-par experienced on your purchase with our business.  There are several issues internally that have affected your experience from the customer service assistance with handling the issue to our productions facility and operations as well.  

  Firstly, I wanted to sincerely apologize that your experience has fallen so short of our own expectations of service.  Customer satisfaction is the foundation of our business and the communication with our representative regarding your inquiry and issue was handled substantially poorly.  A photo of the issue described is absolutely unnecessary.  

  In explanation of the issue, I was able to find that both rugs (in their sizes) were correctly produced by our manufacturing so the source of the issue actually stems from our own shipping operation having tallied the wrong items to ship to you.  The good news is, the rug that is missing is still here and I have had it shipped to you expeditiously this afternoon.  The missing rug is on its way to you through ***** on an express speed service:

  ********************************************************************************************

  Further, for the extremely mishandled experience and inconveniences, I wanted to offer a store credit for $150 towards any future order.  Or alternatively, if you might not have any upcoming need, complimentary rug pads for any rugs on this order.

  I hope one of these options might be acceptable for the issues experienced.  If so, please kindly let me know in response to this thread.

  Sincerely,

  ****** | Rugs.com

   

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a rug from this company and received it 2 days later. Unfortunately when I opened it it was the wrong rug, wrong model number and wrong color. I immediately called them after discovering the mistake, on 1/21/2023. I was told they would email me a return, paid label so that I could return it and that when they received it that I could expect my refund in **** days, said ******, the phone ***** *** that it would take 1-2 days to *************. Three days later after not receiving email/label, I called again, spoke to ****** who immediately sent the label via email. After watching the video/reading the instructions on how to correctly wrap and return the rug, I purchased the tarp, and took pictures of every step I took to carefully wrap this rug per their instructions, to return the wrong rug so I can receive my refund. I am an elderly, widowed, retired lady on a fixed income, and even though I budgeted to afford the $129.00+ purchase, I need my refund because of their error. I sent the carefully wrapped rug via ***** on 1/25/2023, and received an update from ***** yesterday, 1/27/2023 that the rug had been delivered at 12:33 p.m. I immediately emailed the company with attachments of supporting ***** documents, and the rugs.com paragraph stating that the refund would be forthcoming in **** days, and I asked them to please expedite my refund. I received an email reply from ****** stating that they had, indeed received the return, but that since it was an Amazon order I would need to call them to procure a refund.Not only is it Not an Amazon order, I have never used Amazon. This was a ******* online order which they had previously confirmed not only verbally numerous times, but it is also listed as a ******* order on every corresponding email *** the order itself. I am not going to put up with this. I have gone over and above every request and I expect the promised refund from rugs.com.

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We placed an order on Rugs.com for two rugs with the total amount of $718.00 on December 26th, 2022, and the delivery was initially expected on January 2nd, 2023. Then the delivery date was pushed to the next day, but our package still did not arrive. With no new updates on the tracking number, we reached out to their customer service team to inquire about our order's status. We got informed that the courier has misplaced our package and that they would initiate a trace which would take 3-5 business days. We refused to wait that long and made it clear to them that we'd be forced to request a refund if we don't get an update on the whereabouts of our package in the next 24 hours. Again no updates on the tracking number or from the customer service team. When we contacted them again and requested for a refund, they refused to do so stating that they would first need to hear back from the courier, and requested us to wait for another two days.Failing to deliver on time or not being able to locate where the package is one thing, but to refuse to refund our own money until they figure out with the courier where the package is --that's unacceptable and unprofessional. The other reviews on this merchant don't inspire much confidence either, so we strongly advise anyone reading this to get their rugs from somewhere else.

  

  Business Response

  Date: 01/10/2023

  Dear ***************************

  I am truly sorry for the subpar experience and delay to your order.

  It is unfortunate that during the holiday times we do see, year after year, package delays that they are now unfortunately expected. I understand the website was providing an estimated delivery date but these figures can be easily delayed (and sometimes expedited) depending on several factors out of our hands (carriers increased load from holiday shopping, inclement weather and many others).  

  The handling of your request however was handled poorly and below our company standard so I firstly want to apologize for that.  In immediate response, I have submitted for the order to be fully refunded today, January 10, 2023.  This should take no longer than 48 hours to show visibility in your financial institution as a credit returned.

  In response to your comment about our company showing no confidence, I would like to offer sending you the 6x9 rug (***********************) at no charge.  We have served ********* for over 10 years online and are proud to provide outstanding service, fast delivery and supportive customer service to all sorts of situations.  I hope to amend yours to be one of many positive experiences.

  Please let me know if this would be acceptable.

  I look forward to your reply and hope to amend your experience.

  Sincerely,
  ***********;

  Customer Answer

  Date: 01/13/2023

  Dear ******,
  
  Thank you for your response and attention to this matter.
  
  We appreciate and accept your offer to send us the 6x9 **** rug (***********************). If this rug comes as advertised and meets our expectation, we will certainly be getting our hallway and balcony rugs from you. 
  
  Thanks,
  Bereket
  

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was Instagram ad targeted a 6x4 ivory flower pattern rug (SKU *******). I bought it on on 11/25. Order # SWMXWSZAT3. I paid $257.52 with tax. On 12/5 I received a package from rugs.com ***** Tracking #: ************ . It was not my rug, but rather a small striped doormat. I contacted multiple people at the company who offered me $38 refund to keep it, then told me that I must return the doormat at my own risk in order to get my refund. They said my rug I ordered was sold out.I asked for a full refund to my CC and they refused saying that the will not refund until they receive the doormat (less any damages). I tried to not open the package for an easier return with less risk but they required me to open the package to take a photo that it is the wrong rug. Scammy and illegal business practices to send me something I did not order, not be able to fulfill what I did order, and hold my refund hostage over a doormat, deducting whatever costs they wish.

  

  Business Response

  Date: 12/07/2022

  Dear ******

  I am very sorry for the trouble with the order.  I see that it was reported to us by you that the wrong item was shipped to you so a return has been initiated for the rug received instead.  The return label was issued, yesterday, 12/6 and will update within ******* link below:
  
  https://www.fedex.com/fedextrack/no-results-found?trknbr=573598313391119
  
  I'll be happy to expedite the refund for you once ***** scans this return rather than waiting for it to physically arrive.

  Alternatively, if you would prefer a replacement item up to $300, I'll be happy to ship it to you on an expedited 2-day service.  It appears that your order must have been mixed with another customer's.   If you would prefer this route over a refund, please let me know what item from our site (up to $300) and I'll take care of shipping it to you expedited.

  Sincrely,
  Edward 

  Customer Answer

  Date: 12/10/2022

   
  I am rejecting this response because:
  
  I have attached my scanned return and tracking info from ****** I should have never had to wait to even do that. I will believe this response to my complaint once I have my full refund back on my card. 
  

  

  Business Response

  Date: 12/13/2022

  The order was refunded to the original form of payment on December 12, 2022.  Upon checking status today, 12/13, it has cleared in return to the financial firm.

  Sincerely,

  Edward 

  Customer Answer

  Date: 12/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is adequate to me.
  

  I have been refunded. I still believe I should have never have had to send in the doormat at all. This has been a big ordeal with terrible communication, taking a lot of my time. I will never deal with rugs.com again and will encourage others to avoid them as well.
  
  Thank you. 

  
  

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I bought a 9 x 12 jute and chindi rug. It turned up with marks all over it like it had been dragged across a warehouse floor. Then I noticed it had around 20 areas where it was undone. Then I find dozens of sticks and twigs woven through out and a piece ended up poking my daughters foot. This is unacceptable behavior and I was told by a manager she did not care. Multiple times. I recorded this conversation, I also returned this rug and have had no confirmation of a refund.

  

  Business Response

  Date: 11/23/2022

  Dear ******

  I am very sorry for the trouble. 
  I understand a defective unit was sent to you as our cotton/jute rugs will have jute within them which is a stiff material that can have sections that protrude outwards after time but should not to the point of a hazard.  I see a return label was issued on November 11th, 2022 but appears to have no movement so our returns team have not submitted to accounting to refund:

  https://www.fedex.com/fedextrack/no-results-found?trknbr=573598313303112

  If the rug is still with you, we hope you'll dispose of it since it does not appear to be safe from the description you have provided us.  If it was given to ****** it appears to have been lost so no further action is needed.  

  I have submitted a full refund request to our accounting team today, 11/23/2022 in hopes to have the refund to you in time for the holidays.  It should be fully visible in your account in the next 1-2 business days.  

  Further, I wanted to offer any replacement item up to $150 which we'll send to you at no cost.  We won't require any payment up to this amount and would simply ship the item to you at no cost.  
  
  I hope this is helpful and acceptable.  Again, I apologize for the incredibly sub-par experience and look forward to your reply.

  Sincerely,
  Edward 

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three Everyday rug pads from Rugs.com, advertised as 1/3" thick. The packaging on the pads, upon delivery, also said 1/3" thick. The pads actually measured 3/16" and a picture of a measurement on the website shows only 5mm which is less than 1/4". I contacted customer service and sent measurement pictures and a return label or 20% off was offered. I opted for the 20% refund. My concern is that the company is knowingly misleading customers, by claiming these pads to be 1/3", but then showing a small picture of a 5mm measurement. If the pad thickness was advertised 1/4", I wouldn't have purchased it. Shame on you Rugs.com!

  

  Business Response

  Date: 11/03/2022

  Dear ****

  I am very sorry for the issue.
  We do sell a variety of rug pads that are in varying qualities so I'll be happy to check your order and compare to our listings and make any adjustments necessary.  I was unable to find an order ID from your email address on this complaint so wanted to ask if you could provide us an order ID so we can investigate this further.
  
  Sincerely,
  ***********;

  Customer Answer

  Date: 11/03/2022

   
  Better Business Bureau:
  
  Rugs.com asked for an email address that corresponded to our order. ******************* Order number 6Z42FYRDMB
  
  -*****************

• Initial Complaint

  Date:10/24/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order to rugs.com for 2 items totaling $207.27 ($188.00 + $19.27 in sales tax, paid via PayPal) on September 25th, 2021. I called customer service the next day to delay shipment of the order, realizing I'd be out of town at the beginning of October and not wanting the order to be delivered when I wasn't home. After returning home I emailed customer service to move forward with shipping the order, which was confirmed by a customer service rep via email on Oct 8th. I waited another week without the order shipping. On October 15th, I called customer service for an update and was told by a representative that they'd follow up with the warehouse and it would ship as soon as possible. Today, October 21st, I chatted with customer service on the ********************** website to cancel the order since it still hadn't shipped. I was informed by that the order was already canceled, and when I asked when this happened I was told that "unfortunately" the representative canceled it in September when I requested to delay shipment. I was never refunded or informed the order had been canceled, and the reps I spoke to since delaying shipment somehow weren't aware of the cancellation, as they assured me the order would be shipping soon. As soon as I mentioned to the rep that I hadn't been refunded, a refund was issued for $188 -- the amount for the items not including sales tax. When I followed up requesting the $19.27 for sales tax be refunded, I was informed that it was a "PayPal charge payment reversal fee" (which after contacting PayPal I was informed is not accurate, and also why should I be responsible for this fee when the order was canceled on the merchant's end?). I believe PayPal is handling this now, but what concerns me is that I'd never have received a refund or any updates on my order being canceled had I not consistently reached out to customer service, and even when the refund came through it wasn't for the full amount. I definitely won't be shopping here again.

  

  Business Response

  Date: 04/20/2023

  I found that accounting refunded this customer $188 on 10/21/22 but for some reason the tax was not included in that refund amount.  We made contact with the customer to obtain a PayPal account email to refund the outstanding balance of the tax on the order ($19.27).  The customer is in contact with us currently as of 4/19/23 so believe this one is handled satisfactorily.

   

  Sincerely,

  ***************************

• Initial Complaint

  Date:10/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rugs.com sent me the wrong rug and despite returning it in a timely way and numerous contacts and reassurances, they have yet to issue a refund in violation of their stated policy. On Sept. 21, 2022, I ordered what was advertised as their 9 x 12 Terracotta Equinox rug for $325.54. The rug that arrived on Sept. 26 was completely different from the one I ordered. (Documentation in PDF below)On Sept. 28, I reached out to the self-service returns portal at Rugs.com. The companys stated return policy is Free 30 Day returns. I had several rounds of correspondence with an employee named ***. He offered me a $100 partial refund to keep it. I asked for the return labels and a full refund. When I did not hear back from ***, I called Rugs.com and spoke with *********. He emailed the return labels on Sept. 28 and I went to ****** bought a box, and used the label to return the rug to the warehouse. The stated policy of Rugs.com is to issue a refund within 10 business days of the arrival of the return at the warehouse.I received no notification from Rugs.com that the rug had been received or that my refund was being processed. When I followed up by phone on Oct. 11, an employee named ****** confirmed that the warehouse had received the returned rug on Oct. 3 and that the policy was that a refund would be issued within 10 business days. She said that she would ask them to issue the credit that day and it never materialized. On the 11th business day after the warehouse received the returned rug (Oct. 18), I called again and spoke with another employee. She said that the notification from the warehouse never reached the returns department. I asked to speak with someone in that department and she said no one was available. And she said it would would now take three more business days for the return to be credited to my account. A few hours later, an email arrived saying my refund had been processed, but it could take 10 business days to show up in my account.

  

  Business Response

  Date: 10/19/2022

  Dear ***********************************

  I am very sorry for the sub-par experience.
  At the times of wishing to return the rug, a return label should have been provided to you.  *** is a newer member of our team in training so I apologize that this very core part of our returns process was not provided to you as it should have been.  

  An urgent high priority full refund of your order was submitted by our team yesterday, October 18th which the refund was handled immediately.  The full refund should be received and fully seen by the end of the day today but may require an additional day or two if you bank with a credit union.  Please do respond back to this BBB case if there is any issue seeing it by 10/21/2022.

  Furthermore, for the sub-par experience, I wanted to offer a store credit of $100.  If you find any item less than this amount, please reply here with the *** number and I'll have it sent to you at no cost.  If you would like to use it towards a purchase in excess of this amount, please reach our customer service team through ************** and refer this message from me.  

  Customer service is our company foundation and we hold ourselves to a high standard for our customers.  In your experience, it is clear that we missed the **** so I hope that this is an acceptable offer to amend your experience with our company.

  Sincerely,
  Edward 

  Customer Answer

  Date: 10/20/2022

   
  Better Business Bureau:
  
  Thank you for your quick attention to this matter. I have reviewed the response made by the business in reference to complaint ID ********. My refund went through today. I appreciate ******'s response and offer for the credit, but I'm all set with the refund. This resolution is satisfactory to me.
  
  Sincerely,
  
  *************************